Privacy policy
Last updated 15 August 2026
Kelso Mobility provides non-emergency, wheelchair-accessible transportation in Milton and across Halton. This policy explains what we collect, why we collect it, and what you can ask us to do about it. It follows Canada's Personal Information Protection and Electronic Documents Act (PIPEDA).
We have written it in plain language on purpose. If anything here is unclear, call us and ask.
What we collect
- Your name, phone number, and email address if you give us one
- The pickup and drop-off addresses, and the appointment time
- The rider's name, where that is someone other than the person booking
- Mobility type — manual chair, power chair, scooter, walker — and whether a second attendant is needed
- Access notes you choose to give us: stairs, which entrance, a door code, a buzzer number, oxygen aboard, or to knock rather than ring
- Your trip history with us, and any receipt we issue
If you start a booking and do not finish it, we keep what you entered so we can call you back about the ride you were arranging.
What we deliberately do not collect
These are choices we made when we built our systems, not gaps we have yet to fill:
- No health card or OHIP number. We never ask for one, and our booking system has nowhere to put one.
- No diagnoses, medical records, or clinical information. Access notes are operational only — how to reach your door and move you safely. If you send us clinical information anyway, we will not keep it.
- No card numbers. Our website does not take card payments, and no card details pass through it.
We are not a health information custodian. Kelso Mobility is a transportation company, not a health care provider, and we are not a custodian under Ontario's Personal Health Information Protection Act. We designed our systems so that we never hold health information in the first place — which is a stronger protection than promising to guard it well.
Why we collect it
- To arrange, confirm and carry out your ride
- To phone you back about a booking, a change, or a delay
- To issue an itemized receipt you can attach to an ODSP Mandatory Special Necessities claim (form ON00646E), or submit to an insurer, WSIB, or a long-term-care home
- To bill you, or to invoice a facility where that has been arranged
- To keep the records we are required to keep as a licensed vehicle-for-hire operator
We do not sell your information, and we do not use it for advertising.
Who we share it with
Very few people, and never casually.
- A funder, when you ask us to. If you are claiming through ODSP, an insurer or WSIB, we provide the receipt or invoice that claim requires — and nothing beyond it.
- The companies that run our systems, under contract and only to provide that service: Supabase, which hosts our booking database in Canada, and Netlify, which hosts this website and receives a backup copy of booking requests so that none are lost.
- Where the law requires it — for example a court order, or an inspection by the Town of Milton under its vehicle-for-hire licensing.
That is the complete list. If we ever add a payment processor or an email service, we will name it here before it starts handling your information.
Where your information is held
Our booking database is hosted in Canada, in Supabase's Toronto region. Our website is served by Netlify, which operates internationally and may process limited technical information, such as the request itself, outside Canada.
How long we keep it
- Booking and trip records: seven years, to meet tax and licensing record-keeping requirements
- Unfinished bookings: kept only so we can call you back, and removed once the enquiry is closed
- Vehicle location records, once vehicle tracking is in service: 30 days, then deleted automatically
- Website visit records: 30 minutes
How we protect it
Reaching rider information requires a private key held only by Kelso Mobility. Our database is configured to refuse rider records to anonymous requests entirely — that rule is enforced by the database itself, not only by our software, so a mistake in an app cannot expose your details. No card details reach our systems at all.
Your rights
You can ask us to:
- tell you what information we hold about you
- correct anything that is wrong
- delete your information, where we are not required to keep it
We will respond within 30 days, and there is no charge for a reasonable request. You may also withdraw consent at any time, though we may then be unable to arrange rides for you.
Questions or complaints
Contact our Privacy Officer:
- Phone 647-745-6800
- Email info@kelsomobility.ca
If you are not satisfied with our response, you can complain to the Office of the Privacy Commissioner of Canada at priv.gc.ca or 1-800-282-1376.
Changes to this policy
If we change how we handle your information, we will update this page and change the date at the top. Material changes — such as adding a new company that handles your data — will be described here before they take effect.